Resume - Melissa K. Williams

Summary

Experienced Technical Support Specialist with over 20 years of dedicated service, specializing in user account management, software access authorization, and seamless technical support for reporting and data processing resources. Demonstrated success in leading multi-project implementations, including a Learning Management System (LMS) utilized for over a decade. Renowned for exceptional troubleshooting skills and delivering secure, efficient solutions for over 1,000 registrars and researchers. Currently pursuing certifications to enhance expertise in cloud computing and project management.

Experience

Technical Support Specialist

University of Miami | Miami, FL (1997 – Present)

Solely manage the authorization process for reporting software access, ensuring secure and efficient functionality for over 1,000 Florida-certified registrars and researchers.
Address account access issues, including password resets, account setup, and technical troubleshooting, delivering user-focused solutions.
Lead data request processing resource development, streamlining workflows and improving efficiency.
Spearheaded a multi-project manager initiative to establish and implement a robust Learning Management System (LMS), successfully supporting organizational training needs for 12 years.
Provide consistent support to internal teams and external users, maintaining high levels of satisfaction and software usability.
Collaborate with cross-functional teams to enhance system functionality and develop user resources and training materials.

Key Achievements

Designed and implemented an LMS system that has served as the foundation for organizational training and credits for certification processes for over a decade.
Successfully optimized the user authorization process, reducing response time and increasing operational efficiency.
Developed a user-focused approach to technical support, improving overall satisfaction rates among users and stakeholders.

Education

Associate of Science in Information Technology - Networking
Miami Dade College | Miami, FL
Currently Enrolled

Certifications

Google Project Management: Professional Certificate (January 2025)
AWS Certified Cloud Practitioner (February 2025)
Enterprise Cloud Computing Credit Certificate (Expected July 2025)

Skills

User Authorization and Account Management
Learning Management Systems Implementation
Software Troubleshooting and Support
Data Processing and Resource Management
Process Optimization
Stakeholder Collaboration
Cross-functional Team Coordination